Sales Management

NAVNIT SINGH ARORA

Contact: India +91-750*******

E Mail: ******.*****@*****.***

Senior Hospital Operations & Business Development Professional

Hospital Management ~ Sales & Business Development ~ Operations Management ~ Process Management

Self Made and Astute Professional with 17 plus years of comprehensive experience and year on year success in

producing sustained business and revenue growth

Possess an integrated set of competencies in diverse functional areas such as Hospital Management/ Operations

Management / Sales Operations / Business Development with seeking assignments in an organization of repute in

Healthcare / Hospital sector

PROFILE SUMMARY

Bachelors of Business Studies from Delhi University with over 17 years of experience in Hospital / Healthcare

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Management, Operations Management, Sales Operations and Business Development

Gained significant domain exposure including Healthcare, Telecom, Banking, Life Insurance & NBFC

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Expertise in devising & implementing Business Continuity Plan to ensure uninterrupted & smooth business operations and attainment

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of budgeted objectives

Skilled in establishing and implementing ‘best practice’ processes across the organisation to ensure effectiveness resulting in reduced

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costs and improved service delivery

Excellent track record of consistently achieving targets, building dynamic teams and delivering high yielding services &

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products

Outstanding success in building relationships with key corporate decision makers, establishing large volume & high profit

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accounts and finalizing strategic alliances

An accomplished professional with excellent communication & analytical skills

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CORE COMPETENCIES

Hospital Operations Channel Management Facility Management

Business Development Process Management Sales Operations

Recruitment & Placement General Administration Stock Management

Contract Management Reporting & MIS Key Account Management

Overcoming complex business challenges and making high stakes decisions using experience backed judgment, strong work ethic

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and irreproachable integrity

Driving new business through key accounts and establishing strategic partnerships to increase revenue

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Conceptualizing & implementing competitive strategies for promoting business, developing and expanding market share towards the

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achievement of revenue & profitability targets

Exploring and developing new markets, driving new product launch and accelerating growth & achieving desired goals

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• Designing the dash boards for operations; monitoring day to day resolution closures and case aging to ensure timely resolution

• Mapping the business requirements and coordinating in developing & implementing processes in line with pre set guidelines

Managing customer centric operations & ensuring satisfaction by achieving delivery & service quality norms; attending to complaints

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and undertaking steps for effectively resolving them

Interacting with the customers to gather their feedback regarding the product satisfaction

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ORGANIZATIONAL EXPERIENCE

Since Oct’12 Indus Healthcare Pty. Ltd. (A Hospital Group), Botswana as Director Operations & Clinical Support,

Botswana, Southern Africa

Role:

• Conducting recruitment and placement of specialist Doctors & Management Staff in the 8 main hospitals in Botswana

• Leading a team of 53 Doctors and managing auditing work in 8 Government Hospitals within Botswana

• Managing operations of 8 hospitals including two referral facilities with over 2000 beds

• Effectively overseeing the work performed by the specialists and tracking referrals and mortality

• Accountable for reporting progress to key personnel within the Ministry of Health, Botswana by preparing weekly, monthly & quarterly

bulletins

• Coordinating with various departments within the Ministry of Health Botswana for procurement of Medical Equipment, Consumables

and drugs for effectively treating patients better

• Improving operational efficiency by planning, conceptualizing and designing new processes so healthcare services are delivered

better to the citizens of Botswana

• Responsible for re engineering of old processes within the Hospitals for delivering better efficiencies to bring out better change to

manage healthcare services within Botswana

• Carrying out clinical audits and performance appraisals on work performed by specialist doctors

• Handling information systems through utilizing various software tools, etc.

• Imparting training to Local Administrative Staff to enable them to learn clinical administration and perform the same effectively

• Drafting & interpreting the contracts with various vendors & suppliers besides contracts of employment for clinical specialist services

• Overseeing activities related to various departments within Ministry of Health, Botswana to ensure requirements of Doctors related to

Pharmaceuticals, Surgical, Equipment, etc. are met timely to treat citizens of Botswana

• Managing the P&L of the Organization to ensure profitability

• Identifying and acquiring new businesses for better overall profitability and spread of risk

• Giving regular presentations to various corporate to acquire occupational health business in Botswana

Highlights:

• Accomplished a reduction in referrals from district hospitals to referral centers through the new processes as well as increase in the

reliability of patients on district hospitals

• Initiated development of a reporting mechanism for enabling the MOH officials to become aware of the ground realities in forms of

weekly, monthly and annual bulletins as well as through regular presentations on executed works done. This resulted in a smooth flow

of equipments, drugs and consumables to the centers.

• Helped improve the Supply Chain for drugs and consumables to District and referral hospitals.

• Organised special camps for clearing backlogs for Arthroplasty, Cataract and Hystrectomy Patients.

• Key Clients handled included Ministry of Health Botswana, Various Government and Private Hospitals within Botswana, also in talks

with various other centers for acquisition within Botswana.

Feb’08 – Aug’12 Indus Healthcare Group, Chandigarh as Management Consultant

Role:

• Identified & defined all processes related to Management, Manpower, Training, Procurement of Resources and Supply Chain Management

• Attended In house Customer Centric Call Center to touch base with the patients directly & provided feedback to Management

• Imparted training on Facility Management, Courtesy & Public Relationship Management, Communication Skills, Counseling, Hygiene,

Presentation Skills, etc.

• Monitored the implementation of ERP and various Mobile Reporting Software so that Management can handle operations better and

more effectively

• Managed projects involving Hospital up gradation & establishments of New Hospital Projects

Highlights:

• Witnessed an improvement in the stock ordering and payment mechanism, to and from vendors

• Successful in reducing the complaints by over 50%, by reaching out to the patients by improving soft skills of paramedic staff.

• Assisted:

The hospital management in completing the documentation and processes for achieving NABH accreditation.

In conceptualization of the hospital management system with software vendors

Was responsible in advising Indus on Cost Mechanism for SHSP Project with Ministry of Health Botswana during the tendering

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process

Jan’06 – Jan’08 Vodafone Essar South Limited (Formerly Hutch Telecom India)

Assignment Handled:

Jan’06 – Jul’07 Collection Head, Punjab Credit Monitoring Group, Chandigarh

Jul’07 – Jan’08 Manager, New Delhi, Head Office Corporate Servicing & Collections, New Delhi

Role:

Manager, New Delhi, Head Office Corporate Servicing & Collections

• Handled the entire Corporate Servicing and Collections Portfolio for Large and SME accounts

• Maintained and exceeded collection targets

• Imparted training on Collections, Payment Updation & Bill Delivery for team & channels

• Led a team of 9 On rolls and 8 Off rolls staff besides in house and outsourced call center

• Developed MIS and conducted analysis on Portfolio health

• Supervised HUR’s for portfolio and managed Dunning Process

Highlight:

• Efficiently pushed collections to 104% of target within the first month

• Efficiently managed and services the corporate portfolio for complaints and reducing them by over 25%

• Also effectively reduced customers churning out to other operators.

• Weeded out unproductive accounts from corporate portfolio and converted them to retail portfolio.

• Managed large accounts like ICICI Group, Coca Cola, Pepsi, NDTV, TV18, Nestle and many more.

• Managed a Portfolio size of over INR 200.00 million per month

As Collection Head, Punjab Credit Monitoring Group

• Handled collections & retention for Hutch Punjab through various Active (Agencies) & Proactive (Hutch Shops & Teleshops) Channels

collecting from over 1, 50,000 postpaid subscribers in 74 Towns

• Led a team of 4 Zonal Collection Managers and 19 Collection Managers spread across Punjab

• Coordinating with the Sales Vertical to enhance collections and ensured Retention of Subscribers through various customer retention

programs

Highlights:

• Successfully managed the collections from average 80% to 93 % in 6 months

• Improved collection portfolio in first bucket from 68% to 90%

• Efficiently provided the employee attrition at the lowest PAN India

• Developed rewards for customers paying on time

PREVIOUS EXPERIENCE

Jan’05 – Dec’05 ICICI Prudential Life Insurance Co. Ltd., Chandigarh as Sales Manager – Bancassurance &

Alliances

Key Business Partners Handled: ICICI Bank Ltd, Bank of India, Lord Krishna Bank, Bajaj Capital, Karvy Consultants, etc.

Managed Sales of Insurance through banks and corporate agencies in three states

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Identified new channels and Banca Tie ups

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Managed the Persistency and Lapsation for banca and alternate distributions

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Launched Reward and Recognition Plans for Business Partners

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Evolved sales plans and managed strategies for achievement of business targets achieved through a team of 4 ASMs, 8 Financial

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Services Managers and a team of 30 Financial Services Executives. And ensuring high contribution with respect to Tide Agency

Was responsible for the entire staffing & recruitment activities in my cluster

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Effectively handled the HNI customers and planned their portfolio

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Handled customer complaints

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Highlights:

• Led a team of 4 ASMs, 8 Financial Services Managers & 30 Financial Services Executives

• Efficiently established business in Haryana and increased growth by over 500%

• Effectively managed the tie up with a National Agency

• Played a vital role in maintaining an average business contribution of 48% in the assigned cluster

Oct’02 – Dec’04 Reliance Infocomm Ltd., Chandigarh

Growth Path:

Oct’02 Feb’04 Manager – DSA Channel

Feb’04 – Dec’04 Team Lead Corporate Sales – Wireless Business, Chandigarh Cluster

Ensured motivation of channels through various incentive programmes.

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Handled the Franchisee Development of Webstores and Webworlds at Chandigarh and surrounding areas

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Highlights:

As Manager – DSA Channel

• Effectively appointed Retails sales channels under the DAPO, which included DSA, Sales Points and retail outlets

• Played a vital role in acquiring 70000 (approx.) post paid customers at Chandigarh through various channels, out of which 40% has

been contributed by DSA channel

• Effective launched Webworlds & Webstores in Chandigarh and surrounding areas

Team Lead Corporate Sales – Wireless Business, Chandigarh Cluster

• Led a team of 3 Managers and 8 Executives

• Effectively managed the highest sales productivity per executive in the circle

• Played a pivotal role in selling data products and services to corporate

• Was also key personnel responsible for Billing and Fullfillment of orders for National accounts acquired elsewhere

• Acquired large accounts like NABARD, Ranbaxy, Bhushan Steels, Bank of Punjab besides many SME accounts etc.

May’00 Oct’02 HDFC Bank Ltd. A leading Private Sector Bank of the Country, Chandigarh as Manager

Direct Sales

Managing the In house and Out sourced Sales Channel of the Bank at the Regional Level.

• Recruitment of Quality Sales Personnel.

• Imparted regular training for in house and out sourced Sales Agency personnel on Liability, Asset, Credit Cards, Merchant Acquisition

and Insurance products of the Bank.

• Motivated sales personnel for constantly achieving the sales targets.

• Ensured team discipline.

Highlights:

• Effectively managing a team of Over 400 sales personnel + 50 seater outbound call center at 30 branches of the bank spread across

Chandigarh, Punjab and Haryana, achieving 150% performance over targets set

Sales Management

• Strategy making and target setting for both In house and Out sourced Sales Channels for sourcing Savings Accounts, Current

Accounts, Term Deposits, Demat Accounts, Merchant Acquisition and Direct Banking Channels (Value Added Services Being Offered

by the Bank).

• Going on Sales calls with Executives especially to HNW customers.

• Giving Regular Presentations for sourcing of Corporate Salary Accounts and other related products.

• Managing cross sales of asset and insurance products through both the Branch and Inhouse channel.

• Regular monitoring of Sales Productivity in terms of average performance per executive in the region.

• Monitoring the Cost Per Account sourced, Branch and Region wise.

Achievement:

The designated sales team witnessed a remarkable performance in the FY 2000 2001 and 2001 2002. I have achieved a 150%

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performance in designated region.

Marketing

• Regular lead generation and promotion activities were undertaken in forms of stalls, tele calling, club promotions etc.

• Coordinating with Central Marketing Team to effectively promote products being offered by bank using various promotion tools.

• Aggressive Cold calling activities were undertaken in untapped areas for lead generation.

Credit Monitoring and MIS

• Credit Monitoring of All business sourced in the region for eligibility and creditworthiness.

• Developed an effective reporting structure and MIS for the smooth functioning of the sales team and adjudging their performance.

Complaint Resolution and Service Standards

• Set time commitments for the Deliverables and Service Standards for customer service in the region.

Achievement:

• The designated team of 100 plus sales personnel were successful in delivering a minimal complaint percentage due to effective

training and monitoring of performance.

Distribution Network Expansion

• Identified new branch / extension counters / ATM Sites.

• Was responsible for negotiation and finalisation of sites.

Launching of Sales company of the Bank

• Effectively launched HBL Global (P) Ltd. A wholly owned subsidiary of the Bank at Chandigarh and Punjab for sourcing all liability,

asset, credit cards and insurance products of the HDFC Group.

• Handled all Administration, Payroll and HR issues being sorted out locally in coordination with HO.

Additional Responsibilities

• Managed the branch sales channels to effectively sell and cross sell products to existing customers of the bank

Mar’99 – Apr’00 Transamerica Apple Distribution Finance Ltd. (A joint venture between Transamerica

Distribution Finance (USA) & Apple Finance), Chandigarh as Sr. Executive Marketing

Role

Two Wheelers and Appliances and Electronics Finance

• Was the Regional Marketing Manager – Retail Finance

• Regional tie up with Manufacturers for 0% schemes and buybacks

• Serviced the sales channel, including Sales Team and Dealers.

• Tapped / identified new channels.

• Handled servicing and maintenance of existing channel network

• Studied the operational procedures and marketing strategies of competitors

• Developed MIS Reports on various company formats

Collection and Recoveries

• Developed a strategy for effective recovery of emi dues from the 180+ day clientele.

• Involved in recovery of goods from defaulters by legal means.

Additional Job Responsibilities

• Handled as well as effectively resolved the customer complaints

• Looked after staffing needs of the region

• Reconciliation of accounts

• Undertook the credit screening of big ticket cases

Highlights:

• Successfully launched Two Wheeler Finance in Punjab

• Efficiently developed a strategy for effective recovery of rental dues from 180+ day clientele

• Significantly decreased 180+ day bucket down by almost 75%

Jun’97 – Mar’99 Ceat Financial Services Ltd., Chandigarh as Business Development Executive

Launched operations of Ceat Financial Services in the Chandigarh Region (included both assets as well as liabilities)

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Identified and Appointed channels for Assets Finance, Term Deposits and other financial products in the Chandigarh market and

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servicing them for providing business

Meeting up with high net worth individuals and corporates for sourcing big ticket cases in both assets financing as well as liability

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sourcing.

Highlights:

• Initiated establishment of a broker network at Chandigarh and major townships of Haryana & Himachal Pardesh for the sourcing of

term deposits, bonds & preference issues

• Effectively coordinated with Charitable Trusts, PF Trusts, Corporates and High Net Worth Individuals for sourcing of Deposits &

procuring Business for the Money Market Division

EDUCATION

Bachelors of Business Studies in Finance & Marketing from College of Business Studies, Delhi, Delhi University, Delhi in

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1997

PERSONAL DETAILS

Date of Birth: 26th December, 1973

Permanent Address: House No. 650, Sunny Enclave, Sector 125, SAS Nagar, Mohali, Punjab, 140301

Passport No.: Z2329590, Valid upto: 15 01 2023

(Please refer annexure)

Annexure

SUMMER TRAINING

Title: Study the Reason for Non conversion of Early Adapters to Hardware Purchase and the Influence of Competition

Organization: Hutchison Max Telecom (Max Page), Chandigarh

Role: Handled the sales of pagers to various Boards & Departments of Punjab & Haryana Governments

WORKSHOPS ATTENDED

Sales & Service Excellence of 2 days held by Management Guru Mr. Prakash Rohera of the Redwood Edge in November 2000

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Service Excellence and Customer Focus of 2 days by Mr. K. Srinivas Vice President Service Excellence, HDFC Bank in

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December 2000

Sales & Team Management of 4 days, held by Management Guru Mr. Prakash Rohera of the Redwood Edge in October 2001

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TRAINING ATTENDED

Basic Banking of 4 days held by the Training Team of HDFC Bank in June 2000

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Systems & Procedures of 2 days by Mr. Chakrapani, Vice President – Audit, HDFC Bank in March 2001

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IT SKILLS

Packages: MSOffice, Star Office & Lotus 123r3

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Language: BASIC, COBOL, Pascal & Dbase III+

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Platforms: MS Dos, Windows 95 / 98 / 7 / 8

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PROJECTS HANDLED

Internal & External Communication Procedures of Pepsi Foods Inc.

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Sales Promotion of Chocolates a study between Nestle Vs. Cadbury's

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Distribution Strategy of Car and Truck Tyres

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Studying the Pager Market at Delhi

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Minimum Alternate Tax (MAT) and it’s Implications on the Industry

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EXTRAMURAL ENGAGEMENTS

Functioned as:

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o School House Captain (1989 90)

School House Vice Captain (1988 89)

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President Scouts (1988)

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Represented Chandigarh in:

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o XXIII Junior National Cycling Championships (1990 91)

Interstate Cycling Championships (1990 91)

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